Vibe.fyi Support Agreements
Vibe.fyi offers 3 support agreements, with the option of upgrading to a higher support agreement.
| Pay-as-you-go (PAYG) | Total Care | Premium Care | |
| Inclusive time (pre-paid) for Customer Success Resource. Used for; | 3 Hours Per Month | 6 Hours Per Month | |
| - Helpdesk Support | |||
| - Training | Add-on | ||
| - Monthly Check-ins | |||
| - Quarterly Strategy Sessions | |||
| - Screen Uptime Monitoring | |||
| After hours support | Add-on | Add-on | |
| Virtual "Vibe Assist" Assistance | Add-on | Add-on | Add-on |
Subscription Inclusions
These support tasks are non chargeable and included within your Vibe.fyi subscription. These tasks will be tracked against a monthly support job (see Invoicing) if they are specific to your organisation.
- CMS Development
- Confirmed defects within the Vibe portal and admin console (see Helpdesk)
- Confirmed defects within the Vibe portal and admin console (see Helpdesk)
- Hardware Support
- Operating hardware (foil, screen or computer) supplied by us, which may include;
- Checking logs for screen up-time details
- Remote management and Monitoring (i.e. TeamViewer, VPN maintenance and checking) - Premium Care only
- Remote 'save and sync', 'deleting' slides and checking that all slides are downloading in full
- Altering start-up scripts as required
- Troubleshooting false touches
- Digital Signage Software
- Firmware upgrades
- Vibe App releases
- Updates/Changes
- Tasks where developer-only permissions apply, which may include;
- Resetting administrator passwords
- Updating code on the server
- Updating template variables
- Infotainment Streams
- Fixing errors related to altered 3rd party data feeds (i.e. recognised Infotainment data feeds), i.e. Weather, Traffic, News, What's On, etc
- Infotainment slides updated to suit specific locations (where available within data feeds). I.e Traffic, Weather, News etc.
- Fixing errors related to altered 3rd party data feeds (i.e. recognised Infotainment data feeds), i.e. Weather, Traffic, News, What's On, etc
- Monthly Check-in's and Quarterly Strategy Sessions
- Customised, personal coaching - Total Care and Premium Care only
Helpdesk Support
This section outlines what tasks can our Helpdesk support you with. Performing these tasks at your organizations request, will be tracked against a monthly support job, according to your support agreement (also see Invoicing).
- Development
- Custom API feeds, New or revised slide design
- Maintenance, design and development related to altered data feeds, OS updates, new requirements
- Client supplied 3rd party feeds
- Maintenance, design and development related to altered data feeds (i.e. advanced or custom slides, new data fields, etc)
- Updates/Changes/Support
- Creation of new content on behalf of, or requested by the client (Via Email, Live-Chat, Phone, Support ticket)
- Fixing settings or issues that have been caused by a client making changes after client approved/signed-off project
- Changes on any existing slides, content, text, copy, image, playlist or schedule in the client's environment. Includes both design and front-end integration required to complete changes.
- Adding, changes and re-organisation of new member/user accounts, updating playlists, schedules, categories
- Training
- Monthly Check-ins
- Quarterly Strategy Sessions
- Screen Uptime Monitoring
- Hardware Support
- Any support regarding operating 3rd party hardware (such as screens not supplied by us)
- Support for audio settings with either Screen or Speakers hardware
- Reissuing/supplying IP addresses previously supplied
- Investigating white-listing/black-listing of IP addresses in Firewalls
- Custom Slides
- Updates required to fix broken slides due to altered data feeds; resupplied by the client, or sourced through a 3rd party
- Updates required to fix broken slides due to changes made by the client in error
- Digital Signage
- Information Bar (Fixing bad syntax, the spacing of text, correcting wrong characters. (use Letters, Numbers and the following characters only ...!@#$%&*()_+... )
Upgrade to Total Care or Premium Care to receive prioritized helpdesk support response times.
Upgrade to Total Care or Premium Care to receive prioritized helpdesk support response times.Invoicing
How the Vibe.fyi support team tracks, logs and invoices for support time for your requests.
- Individual support requests are logged with a 15-minute minimum time, with a per-minute rate after this.
- Time logged in excess of your Inclusive time, is charged at an hourly rate.
- Unused Inclusive time does not carry forward, or transferred, by default.
- Technical issues need to be reported and logged against your support agreement, but this is for reference only - they are not charged. (see Subscription Inclusions)
- Job reports and any time in excess of your Inclusive time is invoiced after the 20th of each month.
There are 2 ways that our support team will track/log their time for exclusions, this will be either.
- Individual support requests are logged with a 15-minute minimum time, with a per-minute rate after this.
- Time logged in excess of your Inclusive time, is charged at an hourly rate.
- Unused Inclusive time does not carry forward, or transferred, by default.
- Technical issues need to be reported and logged against your support agreement, but this is for reference only - they are not charged. (see Subscription Inclusions)
- Job reports and any time in excess of your Inclusive time is invoiced after the 20th of each month.
- A quote for support time will be submitted for approval, and invoiced at after completion.
- Increments of support 'time' will be logged in our time tracking software to complete your requests, and invoiced after the 20th of each month.
Development
Development will always be quoted and isn't generally considered 'support'. A PO (Purchase Order) Number will be requested before we proceed. This is because the task must go through our development lifecycle (IE: Briefing, Planning, Development, Testing 1, Testing 2, Sign-Off, Deployment). An estimate or fixed quote will be outlined as: 1/4 Day, 1/2 Day or Full Day cost.
If your organisation requires a PO number for invoices, please help us out by providing this when you contact us, so that there are no delays.
To discuss your specific support needs, please contact support@vibe.fyi
Did you know that Vibe.fyi also provides a personal Vibe Assist service? Book in a FREE chat today to find out how Vibe Assist can help you keep your communication plan on track.
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